Stripe Dispute Evidence: What to Submit by Reason Code
The evidence that wins a Stripe dispute depends entirely on the reason code. Here is a complete guide to what to submit for every dispute type, organized by category.
Contents
Winning a Stripe dispute comes down to submitting the right evidence for the specific reason code. General evidence packages that do not address the cardholder's actual claim almost always lose. Focused, reason-code-specific evidence wins at meaningfully higher rates.
This guide covers what to submit for every major dispute type, where to find the evidence, and how to submit it in Stripe.
How to submit evidence in Stripe
When a dispute is created, Stripe surfaces it in your dashboard with a response deadline and a structured evidence form. The form has specific fields for different evidence types:
- Customer name and email
- Customer communication (email transcripts, support tickets)
- Receipt or purchase documentation
- Shipping documentation (for physical goods)
- Refund policy
- Service date
- Cancellation policy
- Access activity logs
Fill in the fields that are relevant to your dispute type. Stripe uses these fields to package the evidence for submission to the issuing bank. You can also upload additional supporting documents.
Submit a How to Write a Chargeback Rebuttal Letter That Wins as an additional document explaining why the dispute is invalid.
Evidence for fraudulent disputes
The cardholder claims they did not authorize the charge.
What to submit:
- AVS match result from the original transaction (visible in Stripe transaction details)
- CVV match result from the original transaction
- IP address from the original purchase and subsequent logins
- Device fingerprint or user agent data from logins
- Login timestamps showing account access during the disputed billing period
- Prior undisputed charges on the same card
- For Visa: prior transactions qualifying for Visa Compelling Evidence 3.0: What It Is and How to Use It (two undisputed charges in the 120 to 365 day window with matching IP or device ID)
Where to find it: Stripe transaction details for AVS/CVV. Your application logs or analytics platform for login timestamps and IP addresses. Your Stripe dashboard for prior charge history.
Evidence for subscription cancelled disputes
The cardholder claims they cancelled before the disputed charge.
What to submit:
- Your cancellation policy as shown at signup (screenshot or document)
- System logs showing no cancellation request was received before the billing date
- Login activity logs showing account access after the claimed cancellation date
- Cancellation confirmation email records showing no such email was sent for this account
- Terms of service highlighting the cancellation process
Where to find it: your application database for cancellation event logs. Your email provider for cancellation confirmation records. Your application logs for login activity.
Evidence for product not received / service not provided
The cardholder claims the service was not delivered.
What to submit:
- Access logs showing the customer logged in during the disputed period
- Feature usage data showing activity in the product
- Uptime records showing service availability during the period
- Any support tickets filed (or the absence of any pre-dispute complaints)
Where to find it: your application logs. Your monitoring service for uptime records. Your support platform for ticket history.
Evidence for not as described
The cardholder claims the product was materially different from what was advertised.
What to submit:
- Screenshots of your product description and marketing materials at the time of purchase
- Your terms of service
- Usage logs showing the customer had access to the described features
- Any communication where the customer acknowledged receiving what was advertised
Evidence for credit not processed
The cardholder claims a refund was promised but not issued.
What to submit:
- Documentation showing no refund was promised, including customer communication records, or
- If a refund was promised: Stripe refund record (refund ID, date, amount), and confirmation the customer received it
How Recova compiles evidence
Recova pulls AVS/CVV results, prior charge history, and payment timeline automatically from your Stripe data when a dispute comes in. For login activity and usage data, Recova uses the evidence your Stripe account makes available and prompts you to add application-specific data where needed. The evidence package and rebuttal letter are generated for review before submission.
- What is the most important evidence for a fraudulent dispute on Stripe?
- Login timestamps showing the customer accessed the product during the disputed period, prior undisputed charges on the same card, and AVS/CVV match data from the original transaction.
- What is the most important evidence for a subscription cancelled dispute?
- System logs showing no cancellation request was received before the billing date, combined with login activity showing the customer used the product after the date they claim to have cancelled.
- Where do I find AVS and CVV match data in Stripe?
- In the transaction detail page for the original charge. Stripe displays the AVS and CVV check results in the payment details section.
- What happens if I do not have login activity data?
- You are missing one of the strongest evidence types for SaaS disputes. If you do not currently log user login timestamps and IP addresses, add this logging before your next billing cycle. It is essential for winning fraudulent and subscription cancelled disputes.
- How do I submit evidence in Stripe?
- Open the dispute in your Stripe dashboard, click Respond to dispute, and fill in the evidence fields. Upload supporting documents as attachments. Submit before the deadline shown at the top of the dispute page.
